Sr. Customer Service Manager - DACH (m/f/d)

About HOLY

• HOLY is the soft drink revolution: With our powdered drinks HOLY Energy®, HOLY Hydration®, HOLY Iced Tea®, and HOLY Milkshake® you get amazing taste across 50+ flavors while maintaining a good conscience—for your body & the environment.
• Over 2M loyal customers: Started in a shared apartment by three best friends, we have scaled to Europe's fastest growing consumer brand—and our cult-like community, the HOLY Squad, loves it: 4.6 stars on reviews.io speak for themselves.
• From D2C to Global Omnichannel: In less than four years, we've profitably scaled HOLY to more than €150M D2C revenue in DACH, FR, UK and PL. Now scaling our retail business, we're on an exciting transition to becoming a true omnichannel rocketship.
• We are still just getting started: Backed by the world's best consumer investors, we aim to revolutionize the soft drink industry and build a generational love brand: tastier, healthier & more sustainable. Our team of 150+ people aims high (Coca-Cola, we're coming for you!)

About the Position

We're looking for a Senior Customer Service Manager to lead our DACH Customer Service team and set the standard for what great support looks like in German-speaking markets.

At HOLY, Customer Service isn't just about solving problems - it's a core part of the brand experience. Every ticket, every response, every interaction is a chance to turn a customer into a fan for life. Our CS team is fast, human, and deeply HOLY - and we need a leader who keeps it that way while driving real performance.

You'll take full ownership of the day-to-day operations of a team of 11 across full-time, part-time, and Minijob contracts, acting as the direct people manager responsible for performance, development, and culture. You'll report directly to the Customer Service Team Lead and serve as the operational backbone of the DACH squad - keeping quality high, KPIs green, and the team growing.

Day-to-Day Operations

• Ensure smooth daily operations and consistent achievement of key service KPIs, including first response time, CSAT, and one-touch ticket rate
• Own ticket volume forecasting (expected vs. actual) to proactively manage capacity and prevent bottlenecks
• Monitor performance trends and identify risks early - escalating issues with clarity and urgency
• Act solution-oriented with a strong focus on customer satisfaction, while always protecting the company's interests

Team Building & Leadership

• Recruit, onboard, and develop high-performing CS agents across the DACH region
• Foster a culture of excellence, ownership, and continuous improvement - with high engagement and strong results
• Lead by example - set clear expectations around quality, productivity, and customer-centric behavior
• Serve as a sparring partner for team members - coaching, providing feedback, and supporting both operational and personal development
• Delegate tasks effectively, ensuring clarity of ownership and alignment with individual strengths
• Hold the team accountable for agreed objectives, service standards, and performance metrics
• Conduct regular performance check-ins, feedback sessions, and development discussions
• Take ownership of addressing underperformance - including setting performance improvement plans and making tough personnel decisions when necessary

Cross-Functional Collaboration

• Work closely with your manager, the Customer Service Lead, to drive continuous improvements and embed new ideas into daily operations
• Ensure tight collaboration between the DACH team and cross-functional stakeholders (Operations, Marketing, Campaigns)
• Coach direct reports to communicate customer feedback in a structured, proactive way - surfacing root causes, not just surface-level fixes
• Ensure that issues are durably resolved - with sustainable solutions that prevent recurrence

Shift Planning & Workforce Management

• Plan shifts in alignment with campaign volumes to deliver consistently